Job Description

What You\'ll Do Support Service Engineers provide expert level technical services on a worldwide basis both remotely and on-site for SDA/DNA Solution customers and partners. These services cover the post-sales customer lifecycle. Who You\'ll Work With The Cisco Support Services group provides support for customers around the globe. Your opportunity to impact the networks and systems that surround us all are limitless and highly impactful. Opportunities for career growth at Cisco will be bold, as we realize our vision to become the #1 IT Company in the world. Make an impact with us! The Cisco Network SDA/DNA solutions team is a dynamic group of technologists passionate about a wide variety of subjects. We love sharing our knowledge and not a day goes by where we do not learn something new from our peers. Our culture thrives on collaboration and teamwork. This small but growing team supports a diverse range of innovative products both Cisco and select partner technologies giving customers a personal single point of contact for issue resolution. Our customers bring us new and exciting challenges and we drive these cases to resolution with our passion to provide our customers with not just an answer but also the best answer, as fast as possible across many technologies. Who You Are Typically requires university degree equivalent along with experience in networking industry especially in support environment. R&S related certifications (CCNP, CCIE) or relevant industry standard certifications such as AWS/Azure/CKA/CKAD etc. Deliver expert level technical assistance and troubleshooting for resolving critical customer issues Applies analytical skills and technical knowledge to solve product and network problems of moderate to high complexity Effectively utilize moderate to complex lab setups to recreate and solve problems Submit complete and correct software defect reports in his or her area of expertise Act as a technical expert and provides support on a worldwide basis Provide systems/product training to both internal and external stakeholders Document all actions taken toward resolving customer issues in customer contact tracking database You can handle a wide range of technical support problems-from simple application or network configuration fixes to deeply complex troubleshooting and problem resolution Work with minimal supervision and exercise discernment within defined procedures to figure out appropriate action Excellent collaboration, crisis management and communications skills You have strong technical, analytical and troubleshooting skills to be able to resolve the root cause of network problems You deliver solutions that lead to problem resolution or mitigation with a high level of customer satisfaction You are able to effectively engage resources outside their team to resolve issues which may include other technical support engineers, account teams, partners, and development engineers Minimum Qualifications: You possess a fundamental working knowledge of computer and networking industry, products and protocols including possessing experience in, Required skills: Very good understanding and troubleshooting experience on Cisco Catalyst 3K, 6K & 9K Platform. Stong understanding and troubleshooting experience on Routing Protocols (ISIS, BGP, LISP) Strong understanding and troubleshooting knowledge on Multicast (Headend and Native Replication.) Strong understanding and troubleshooting knowledge on Network issues DHCP, TCP/UDP, DNS, VxLAN,STP, RSTP, MSTP, LACP, VLAN. Good understanding of Wireless platforms like AirOS and Polaris. Understanding and basic troubleshooting knowledge on networking skills (Wireless). Preferably a CCNP/CCIE certification. Strong Written and Verbal skills. Additional Prefered skills: Basic Programming/Scripting Skill (preferably Python) Understanding and experience on Linux, Docker and Kubernetes design and troubleshooting the deployments based on containerised environment. Knowledge of designing dynamic large-scale, multi-tenant, distributed systems using Java/Cloud (AWS, Azure) environments Understanding of Campus Architectures, Software Defined Networking (SDN) & Network Function Virtualization (NFV).

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